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Previous Incidents

[Resolved] Service Outage

This incident lasted 23 hours and 54 minutes.
  • Internet
  • Telephone
Tue, 10 Jul 2018
10:32:55 BST

We are aware of an issue affecting internet and telephone services at Derwenthorpe and are investigating.

10:51:38 BST

We have been advised that the provider of the main connection to Derwenthorpe from London is experiencing an issue in the Leeds area. They do not know the precise cause of the issue at present but have promised us an upgrade in the next 30 minutes.

12:14:56 BST

We have pressed our provider for an update but are still awaiting details of the location and nature of the issue and time for resolution.

15:22:20 BST

At this moment in time, we still don't have any update for this fault. We are still waiting for our upstream provider to provide us with the fault and ETA for repair and restoration of services.

16:02:44 BST

Our upstream provider has now Identified where the issue that is causing the current outage and the upstream provider engineers have been dispatched and are confident they will be onsite in the next hour.

17:04:19 BST

The engineers have fixed the problem, and we are currently conducting testing of the network before we sign it off as completely fixed.

As always if you are having problems getting on the internet or making phone calls please reboot your routers.

If the problem still persists call us on 0330 808 2003.

Many thanks for patience and thank you for your understanding.

17:18:47 BST

We've now resolved the incident. Thanks for your patience.

17:19:14 BST

As always if you are having problems getting on the internet or making phone calls please reboot your routers.

If the problem still persists call us on 0330 808 2003.

Many thanks for patience and thank you for your understanding.

Wed, 11 Jul 2018
03:25:51 BST

We've confirmed there is a problem, we're working to resolve it.

03:33:08 BST

A temporary fix was applied to a fibre cable in the Rotheram area this afternoon which restored the service. However, we are now advised that a specialist repair crew is currently on site replacing an 80 metre length of fibre cable next to a railway line and re-splicing.

This splicing work commenced at 3am and at present we are being advised that the work will complete before 9am.

We apologise for the continued disruption but this work is essential to provide a permanent resolution to the fault that occurred earlier today.

09:35:26 BST

We are currently testing and reviewing the situation, as
some services have been restored. However, Field Operations remains onsite and continue to repair the damaged fibre.

Please be aware that whilst this is happening the internet and phone services may go on and offline during the repair.

As always if you are having problems getting on to the internet or making phone calls please reboot your routers.

Many thanks for patience and thank you for your understanding.

10:27:38 BST

All repair work is now completed, Field operations have now left the site.

As always if you are having problems getting on the internet or making phone calls please reboot your routers.

If the problem still persists call us on 0330 808 2003.

Many thanks for patience and thank you for your understanding.

No further notices from the past 7 days.